Category: Service Recovery
Responding to Complaints Online: a 4-Step Approach
Remember what it was like before social media, that if someone had a complaint, they had to call you up and tell you directly? And if they were to tell […]
LAST: The Proven Service Recovery Model
Complaint resolution and service recovery aren’t just about what you’re giving the guest, but also how you’re delivering it to them. The most effective method for communicating service recovery is […]
Some Policies are Bad for Customer Service
I recently had the opportunity to fly an airline that charges baggage fees (I try to avoid this by flying Southwest whenever possible). I understand that it is difficult for a for-profit […]
3 Service Recovery Lessons
On October 4-5, I was scheduled to work with the leadership team at Zoo Miami. Unfortunately, this was also the time frame that Hurricane Matthew was ripping it’s way through the […]
They Screwed Up, But I am Still Going Back
So this just happened…. I took my VW Beetle in to get the door handle fixed. The door handle was fixed, except… it was the wrong door handle. As it […]
The Two Main Types of Complaints (and how to respond)
Each one of your guests will have their own story of how they perceived their experience. Due to the variable factors leading into their experience and throughout the duration of […]
The Recovery is More Memorable than the Complaint
A guest visits your attraction and for some reason, the experience that they had fell below their expectation. Maybe it was due to cleanliness, maybe it was poor service, maybe […]
The “Recovery Paradox” Explained
Research was conducted beginning in the 1990’s and early 2000’s on a concept called the “recovery paradox.” This concept indicated that it is possible that service recovery can be so effective that […]
Service Recovery in 5 Seconds
Over the weekend, I was visiting Denver and rented a car through Firefly. When I picked up my car at Denver International Airport, I was offered the option of prepaying […]
Passion and Pride, Meet Service Recovery
I was perusing through Trip Advisor earlier today and looking at some online reviews of a few different attractions. In the interest of anonymity, I won’t discuss which attractions I […]